BPO Call Center, Back Office >> Quality Analyst 
BPO Quality Analyst Resume Sample, Experience : 4 years

Mr. RAJESH TRIVEDI  :
Resi.Address  :-
Chandramukhi Apt,
B-4 Flat no 104,
LokSurbhi, Patripul,
Kalyan (w).

Career Aspiration and Objective  :
** Seeking for the opportunity of an executive position in the customer service area.
** To work honestly and sincerely in development of team.
** Always ready to take up responsibility to work diligently as part of a team.

Personal Information  :-
Date of birth  : 16th June 1985
Contact no  : 8286956658/9664077289
Marital Status  : Single
Languages Known  : English, Hindi, and Marathi
E-mail ID  : gemini_rt2000 AT yahoo.co.in
Academic Qualification  : Pursuing 3rd Year B.Sc I.T. ( Mumbai University)
Technical Knowledge  :Windows applications including MS Word, MS Excel, Internet Explorer.

Work Experience  :
Worked with Pantaloons for 1 Year as a Sr. CSR & Cashier
** Building customer relationships.
** Face to face customer service.
** Cash handling
** Demonstrating initiative.
** Financial Reporting.
** Maintaining daily sales report.

Worked with Reliance Infocom for 9 months as a CSR for inbound process  :
** Answering calls in a prompt courteous manner.
** Work with the support team to ensure service level requirements are exceeded.
** Adhere to latest training and support standards and procedures.
** Work with customers to ensure that contractual service expectations are exceeded.

CURRENT JOB  :
** Working with Andromeda BPO as a Quality Analyst & Process Trainer from last 3 year (Inbound Process - General Insurance)
** Handling L&T Toll Free Contact Centre PAN India.
** Ensuring quick resolution of escalated cases.
** Handling all over India motor claims and complaints
** Analyzing the existing processes and identifies areas of improvement.


Highlight & take them up with the concerned teams for resolution.
** Listening calls of Agent, giving Feedback in the Improvement part
** Sending Soft copy of policy documents through mail to the customer
** Conducting Soft Skills Session.
** Handling Floor with a Team of 20 agents.
** Conducting interview & to train the CSR for product & Process.
** Sending Payment links to Customer
** Sharing weekly Quality Assurance report with Process manager & Quality manager along with client.
** To Present Monthly Quality PPT in Review in presence of Centre head & Clients.

Skills  :
** PC-literate.
** Excellent customer service skills.
** Excellent interpersonal and communication skills.
** Enjoy rapport building and customer interaction.
** Professionalism and confident.
** Target driven and self-motivated.
** Strong persuasive skills.
** Able to work in a highly dynamic environment and able to multi-task.
** File Maintenance.

Interest & Activities  :
Traveling, Listening Music, Net surfing.

Place  : Kalyan
Date  :

RAJESH TRIVEDI